Returns Policy

At Flatpac, we want you to feel confident ordering with us. If something isn’t right, we’ll always aim to make it right — fairly and transparently.

1. Returns Window

You may return your order within 14 days of delivery, in line with the UK Consumer Contracts Regulations.

To be eligible for a return:

Items must be unused
Items must be unassembled
Items must be in their original packaging
All components, fixings, and instructions must be included

Once an item has been assembled, it cannot be returned unless faulty.

2. How to Request a Return

To start a return, please contact us at:

📧 support@flatpac.co.uk

Include:

Your order number
The reason for return
Photos (if the item is damaged or faulty)

We’ll confirm eligibility and provide return instructions.

3. Return Shipping Costs

Change of mind returns:
The customer is responsible for return shipping costs.
Faulty or damaged items:
We will cover the cost of return or replacement.

We recommend using a tracked delivery service, as we cannot accept responsibility for items lost in transit.

4. Refunds

Once your return is received and inspected:

Approved refunds will be processed to your original payment method
Refunds are issued within 7 working days of inspection

Please note:

Original delivery charges are non-refundable
Refunds may be reduced if items show signs of handling beyond what is necessary to inspect them

5. Damaged or Faulty Items

If your order arrives damaged or faulty:

Please notify us within 48 hours of delivery
Provide clear photos of:
- The damage
- Packaging
- Affected parts

We will arrange a replacement part, replacement item, or refund, depending on the issue.

6. Missing or Incorrect Items

If anything is missing or incorrect:

Contact us within 48 hours of delivery
We’ll arrange the correct parts to be sent out promptly

7. Non-Returnable Items

The following items are non-returnable:

Assembled or partially assembled furniture
Items damaged due to incorrect assembly
Bespoke or made-to-order items (including custom media wall configurations)
Clearance or sale items (unless faulty)

8. Assembly Responsibility

Our products are designed for easy self-assembly.
Returns or refunds cannot be accepted for:

Incorrect assembly
Damage caused during installation
Failure to follow provided instructions

If you’re unsure at any stage, please contact us before assembly — we’re always happy to help.

9. Exchanges

We do not offer direct exchanges.
If you wish to order a different product or size, please return your original item (if eligible) and place a new order.